Hospitality Front Desk - Comfort Inn & Suites

Front Desk Agent Job Description

Front Desk agents are personally involved in the daily operations and success of this hotel. The main aspect of the job is to ensure the guest's stay, from reservation to check-out, is as efficient and friendly as possible. We want to exceed our guest's expectations and always go that extra mile to prove how important they are to our success.

Responsibilities include assisting guests with the check-in and check-out process, being proficient in local area amenities (nearest restaurants, gas stations, banks/ATMs, post offices, shopping, etc), handling guests' concerns immediately and requesting management assistance if necessary, having a detailed knowledge of the hotel amenities including all systems in the guest rooms (phone systems, internet use, movies, long distance phone calls, how to work the thermostat, etc), and ensuring, through their actions, the highest level of guest satisfaction possible. Front Desk agents must sell the value of our hotel and strive to earn the most reservations and room sales via phone and personal contact with potential guests.

Excellent communication skills, a professional positive guest-oriented attitude, ability to multitask efficiently, ability to use a variety of computer applications, cash handling experience, a presentable professional appearance, flexibility with scheduling, motivation to complete training, ability to maintain easy conversation with the public, great customer service skills, ability to work in a busy environment and make judgment calls, possess a clear speaking voice and fluency in English, as well as time management skills are assets that will help a Front Desk agent excel at their position. Being bi-lingual is desirable, but not a requirement of employment.

Personality / Physical Requirements

You are often times the first representative of our hotel that a guest comes in contact with, and as such one of the most important sources of public relations to our business. Therefore, confidentiality, cheerfulness, friendliness, honesty, politeness, and tactfulness are important traits that are expected at all times. Each guest must know they come first. Negative, unprofessional comments about guests or other team members should never be expressed in public or to a guest. Keep the 4 R's in mind; you must be responsible, reliable, respectful, and responsive. You play a key role in ensuring a welcoming, safe and organized environment throughout the property.

Light maintenance and custodial work is required as needed. This could include, but is not limited to, plunging toilets, changing light bulbs, spot mopping, dusting, and pool chemical checks. You are responsible for maintaining the appearance and organization of the lobby, common areas, and behind the front desk. Front Desk agents may also be called upon to entirely turn over a room in order to re-sell in the event of a check out after housekeeping has left for the day.

Standing/walking, answering the hotel phone lines and providing appropriate responses to callers, computer/typing, people skills, and lifting up to a maximum of 50 pounds are required daily.

Major Duties

Ensure all guests are greeted/acknowledged kindly and timely upon entering the front desk area.

Take reservations via phone or in person using the property management system. This requires procuring detailed guest information. Collect as much information about the guest in the reservation stage so that check in will be expedited.

Check guests in and out in an efficient and friendly manner. Be sure brand points are added to the reservation at check in.

Answer phones within three rings, route calls, and take messages in a professional and courteous manner.

Respond immediately and follow through answering guest inquiries, requests and concerns. Escalate concerns to management as necessary, but ensure communications are shared with all pertinent team members.

Offer information, assistance, and directions.

Communicate with other departments to fulfill guest's needs, delivering exceptional guest service in every guest encounter.

Responsible for cash bank, daily paperwork, balancing cash, credit cards, and deposits at the end of every shift.

Update information in property management system.

Verify proper billing with guest, post necessary charges, adjustments, and payments.

Ensure all billing requirements in partner extranet systems are handled timely and correctly.

Coordinate and communicate all room moves, late check-outs, and stay-overs to appropriate team members.

Maintain a clear understanding of emergency procedures and where emergency information is located. The safety/security of our guests, team members and hotel is of utmost importance.

Ensure our guests' personal and confidential information is protected.

Conduct shift bucket checks and verify information is accurate in the property management system.

Report to work at scheduled time in proper, clean uniform with nametag.

Other Duties

Inspect all equipment and furniture in your daily work area for any hazards to employees and guests; report all hazards immediately to management for repair.

Follow established standards, policies, and work procedures for the Front Desk.

Comply with at all times with franchise standards.

Stock gift shop, and do monthly inventory.

Coordinate with housekeeping and maintenance to ensure total guest satisfaction.

Arrange special services that are requested by guests.

Prevent loss/damage to hotel supplies and property.

Communicate and inform next shift of important facts and information, record any and all pertinent information in the Communication Log.

Ensure restaurant, area, and public transit maps are always available for our guests.